The Cover Guy
Reviews and Complaints

Bought a new cover less than a year ago for $700...one panel started taking on moisture and sagging. After battling with their Customer Service for quite some time, they eventually sent a new one. Here we are a few months later and the other panel is doing the same thing and needs to be replaced. Customer Service difficult to deal with, they say they get back to you within 5 days but its been weeks with no resolve. They even accused me of sending old pics for the current issue, basically calling me a liar even though the pics are date stamped.

Stay away, I would go back to the OEM cover next time...lasts longer, no issues, and easier to deal with!

I purchased a hot tub cover for my hot tub in 2019. After only 4 years the cover is very heavy and water logged This does happen over time but not in 4 years. According the warranty the cover is warranted for 5 years. I am not asking for a new hot tub cover but a monetary refund prorated over 4 years based on the original cost of the cover. Thank you for your prompt attention to this matter.

I called The Cover Guy on 11/4/22 to find out by a recording that you can only communicate with them for a warranty claim via email. I sent an email the same day explaining in great detail the problem with water trapped inside the underside of the hot tub cover. I mentioned that it is making the hot tub cover so heavy that I can't use my hot tub because we can't lift the cover on and off by ourselves. On 11/10/22, I sent another email due to no response. On 11/10, they responded asking for a picture. On 11/14, I sent them pictures since I had to wait for the weekend to do this in the light. On 11/17/22, I received this response "HI Brad,

Thank you, this is what the production manager is asking:, the scrim is the underside.

We need the picture of the label and we need to know if this is happening on one side only or both. Also, we need to know if the cover is holding water between the foam and the scrim or if the water got into the foam and the plastic that wraps it. If it got inside the foam and the plastic that wraps it, we need the customer to unzip the cover and take pictures of the foam. If this is between the foam and the scrim, we need pictures of the hot tub from above without the cover. Thank you". Two weeks after my initial email claim, the company asked if this was on one side or both and 3 of my emails indicated it was only on one side. They asked for a picture of a label and my hot tub doesn't have one. The pictures sent showed them the rest of the information so this email response was a waste of time. I responded on 11/17 with these comments. On 11/23, they responded as follows "Thank you, we are sorry to hear this. We have been short staffed and working late nights to try to catch up so we apologize for the delayed replies. The picture we need is of a tag on the underside of the cover facing the water along the skirt. Its the serial number for your cover." I unzipped the cover and found mold presumably due to the trapped water and sent pictures on 11/27/22. I explained that the excessive weight of the hot tub cover is most likely what bent the pole of my hot tub lifter. I ordered a new hot tub lifter in October prior to understanding the real issues from The Cover Guy. On 12/2/22, I received this response "Thank you, we will get back to you." I was frustrated with this after a month of going back and forth. If that wasn't bad enough, I didn't get any further response so I sent another email on 12/15/22. On 12/21/22, I received this response "HI Brad, Thank you and we apologize. Its peak season and we are backed up. I have followed up with production and will advise ASAP. Thank you". On 12/27/22, I sent another email asking if this meant they are covering my problems under warranty or what did this mean. No response so on 1/11/23, I sent a very harsh email stating that I am at the end of my rope. I asked for full refunds on my hot tub cover along with my hot tub lifter that I bought because the weight of the cover ruined my old lifter. I explained that this is above and beyond, but since they don't seem to care about the fact that I have waited over two months and I can't use my hot tub unless I have another guy friend come over to help me lift it on and off that is the least they can do under the circumstances. I received an email on 1/13/23 stating "Hi Brad, Please confirm your mailing address and I will get a check in the mail to you next week. Your order is too old for me to have access to refund against your original purchase price. I am going to refund you the amount paid of the pro ration of the warranty." I went back and forth over the next few days. The Cover Guy wasn't willing to give me any money towards the cover lifter I purchased from them so they are even going to keep their profit when their hot tub cover ruined my old lifter. The company also is going to deduct a $50 credit in full that they gave me on the initial hot tub cover delivery even though that was related to a significant delay in their freight delivery (wonder if they got a credit from their freight company). I received the following email near the end of my back and forth correspondence "Hi Brad, thank you. I'll process the check for the cover in the amount of $297.98 with our check run on Wednesday and place into the mail by the end of the week. It will not be $XXX. If you do not accept this please let me know and we will leave the situation as is. I will process the refund for the lifter once it is returned. I will send you a RMA# and return address for the lifter with in 72 hours.

Thank you". I let them know that I was unwilling to accept their offer as stated. I have not received any future correspondence related to the hot tub warranty and it has been over 5 months. I guess that the Cover Guy isn't going to honor my warranty claim. I hope you spent time reading the details because these delays in correspondence and generic responses seem to indicate the ethical values of the company and how they are willing to back up their sales in my personal opinion. You can decide if you want to buy from this type of company.

I received what appeared to be a nicely made and well engineered product. Definitely a notch above the standard cover that came with my Sundance spa.

However, within 15 months, the interior seam stitching soon started to fail. At this point, I contacted the company about a warranty claim and this is where the dissatisfaction began. It took two weeks to get an initial response. At that point, they requested information such as photos and purchase date, which I provided. Then another several week wait until I once again followed up. They said the replacement would start processing once I paid $150 for shipping. When I asked how to pay (phone, web, email?) Absolutely no response and this has continued for 5 weeks.

So…..

Cheap product that fails and no warranty. Go elsewhere.

Please take the time to read the reviews posted by dis-satisfied customers of the Cover Guy. It's by far the worst online shopping experience we've ever had. Decent website, fairly easy ordering and payment procedure, then nothing. We ordered our new cover, a very standard model in mid-March, it's now mid-June and we still have not received our order. Whenever I call there's no answer, I leave a message and not once have we received a call back. Any email inquiry sent has received an auto generated response stating orders take 8–10 weeks for delivery, I did send a strongly worded email expressing our frustration with the lack of correspondence and requesting a refund. I was then contacted by a customer service representative stating our order would be shipped out this week and we'd receive an email with tracking info, that was 3 weeks ago, and we received no email, and no cover. Today, after another strongly worded email they responded with, it's being shipped today and can expect to receive tracking info early next week. Our decision to purchase from The Cover Guy was based mostly on price and the fact they advertised free delivery, I could've shopped local and spent a bit more (approx. $100) and had it the same day, lesson learned on my part. Shop local if you can, you'll be glad you did!

Two concerns are product quality and customer service. Within three months my cover was showing signs of deep cracks and tears. This material may be suitable for warm climates but it’s not suitable climates below freezing. I purchased the most expensive cover for cold climates. They advertise a white glove no hassle warranty experience. Mine was different. Weeks pass by between email responses.

They make the true claim that the covers are made in North America, but they should be more specific to state they are made in Mexico.

I would advise if you do roll the dice and order from The Cover Guys to use a credit card so you will have a warranty through your credit card because you can't count on the warranty they offer.

I tried to resolve this matter with the BBB and they ghosted the BBB. I'm following the Better Business Bureau's advice and I'm off to see if the Attorneys General office for the state of New York can provide assistance.

Don't believe the score on Amazon! These guys are the worst.

We bought a cover from them. We even paid extra to get the heavy duty version. It failed in less than a year! The interior plastic sheeting wrapping the styrofoam was so degraded, that little bits started appearing in the tub water. The foam is now so waterlogged, the cover is so heavy, we can hardly lift it.

We live on the central coast of California, so the weather isn't that extreme. We kept the chemicals in balance, and used the tub often enough (generally 3-4 times a week). Our previous cover, the one that came with the tub, lasted 6 years before it started failing, showing we don't abuse anything.

We called the company, and worked through their warranty process. Pictures, purchase documents, etc. The 3-4 day response time stretched to 3 weeks. In the end, they claimed chemical damage, and refused any of their warranty policy claims.

We were offered a small discount on a new cover, they would not honor the warranty for the failed cover made in Mexico.

When I first wrote my review on Google, their ratings were terrible. Somehow they have changed that though. Do your homework, check other review and BBB as well. We wish we had.

I purchased my spa cover from the Cover Guys on 4/4/2020. The cover was delivered on 5/16/2020 with a 7 year warranty. Within one year it was already showing that it was becoming waterlogged and the top was showing a lot of wear. Now, Dec 2022 it has completely come apart. The water logging was so bad that the inside seams broke and all of the insulation began to fall into my spa. I am unable to reach them by phone, when You call the number on their website the only warranty option given is to email them. I Emailed them and received a response 2 weeks later stating they are looking into it, no more responses from them, and no way to get hold of them. They left me with no choice but to purchase another hot tub cover from a different company as I live in an area with snow and rent out my home as a short-term rental, so to get any reimbursement from them at this point seems like it won't happen. They Don't stand behind their product and really shouldn't be in business.

Cover ordered. The Cover guy says it's shipped. TGC Sends email with tracking number. Carrier says it will be delivered on specific date. Delivery date comes and goes. No word from carrier. Cover is no longer tracked on their package tracking site. Carrier does not answer phones. THC can't provide any information because they also can't get through to carrier. Thankfully ordered with American Express credit card and have filed dispute for failure to deliver product along with email trail to TGC and hope to get my $600 back. Looking for an honest reputable cover company today.

I ordered a spa cover on October 1 and was told it would take six weeks to manufacture the spa cover. We are now at December 21 and I have received little information on the status of the spa cover. I was told that the spa cover would ship at the end of last week (12/17) and have not heard anything since. I also ordered extra spa accessories, but have not received those either, but the company has charged me for the items. The total bill for the item is $625.92.

Thank you.

I bought a cover a little over a year ago and recently noticed one of the corners seemed raised slightly off of the hot tub. On further inspection the foam on that corner was no longer flat. When looking at all of the other corners I noticed similar warping and raising from the hot tub. Because this product has a 7-year warranty I contacted the company and was told that the cover had melted and the foam would need to be replaced. This would cost $110 one side of the foam and $149 to ship it. When I asked what could have caused this, I was told that it was extreme heat from a window reflection or something being laid on the cover. When I pointed out the impossibility of this happening on all four corners due to this reason. I was basically told too bad and it was not a warranty issue. I am now stuck with a cover that no longer keeps heat in the hot tub and no reason to think that this is not just going to happen again. By the way, I live in Washington so we do not get extreme heat. We are lucky if it is not cloudy all of the time. I am very disappointed.

I paid £350 for a cover from TheCoverGuy over 10 weeks ago (early July).

At first they replied to E-mails saying it takes 6-8 weeks until delivery but now they just ignore all forms of contact and won't tell me anything.

They are quick to take your money and respond to sales enquiries but as soon as I ask about my order which was placed 10 weeks ago, they go silent and completely ignore me.

I still have no cover nor any answer or explanation.

Do yourself a favor and pass on this company and the covers they sell. I paid way too much for a hot tub cover that is so cheaply made that it will not hold in the heat. The actual cover is extremely lightweight and the vinyl material holding it together is so thin it ripped at the fold within a month of install. I regret my purchase everyday and the time they have wasted trying to understand what a substandard product they manufacture. I have since throw their cover useless away and written it up to lesson learned

On July 20, 2018 I purchased a spa cover from The Cover Guy on their website. They said it would take a few weeks to make and process the order. On August 10, 2018 I get an email saying my order had shipped. Yay. They give me the shipping company's name (YRC Shipping) and a tracking # (that was wrong). YRC said they would give me a call and let me know when exactly to expect the package. After a few days I check the YRC tracking website and the shipping # didn't work, so I called the 800 number. The guy said the order would be delivered in 2 days. I take off work so I could be home when the package arrived because they wanted me to inspect the package for any defects. The package never showed. I missed work for nothing. I call YRC again. They tell me they have the paper work but can't find the package.? The package is a fricking Spa cover that is about 7 ft long. The YRC rep said I needed to call the Cover Guy about the issue. I call the Cover Guy helpline, I also email them. I never hear a thing back until I went to the Cover Guy's Facebook page and sent them an instant message. A Rep named Amanda finally emailed me and said she would update me when she had more information. After not hearing from her for almost 2 days I then call Amanda and I leave a voice mail. She calls me back later that day to inform me that my order has been lost, but they can make me another one and ship it the next week. At this point I am beyond pissed. I tell her that I want something for my troubles because taking off work to meet with the shipper that never showed cost me a day off work. Amanda offers me a spa cover or 40$ discount on another order. That of course doesnt even come close to covering my time missed at work. I then tell Amanda that I just want my money refunded IMMEDIATELY. She said she would check to see if that was possible. A couple more days go by and I don't hear from her. She then later responds back to say they found my spa cover and just give in. Just send me the damn cover. So I set and wait for the cover to show. Finally last Friday Sept 8, 2018 I get a call from the YRC driver. It went directly to my voicemail. He says he is at my house (30 minutes away from my work) and can only hang out a few minutes for my inspection. I try to call him back but no answer. I haul [censored] home, but he is gone. I then call YRC shipping for the 4th time. They said it would show up Monday between 2 and 6. IT NEVER SHOWED.
So it is now Sept 11, 2018 . I called YRC yet again, they said it would be delivered next Thursday Sept 13, 2018. My confidence is very low in this actually happening of course. YRC and the Cover Guy seem to be very incompetent on my levels, especially in logistics and customer service. No one at either company ever reached out ahead of time to let me know there was any problem. If I hadn't hounded them, I doubt they would have bothered to do anything. The time they have cost me is more than the cover is worth. That being said, I wouldn't recommend using either company. The Cover Guy and YRC Shipping have been my worst experience ever.
Chris Fox

Wish I could give it 0 stars. Similar to other reviews. Placed my order 10 weeks ago and have yet to receive the cover. Several email responses regarding estimated delivery dates upon complaining, but none have been accurate. Quote 1: 3-4 weeks (on website). That date passed and called to inquire as to when it will be completed. Quote 2: 5 weeks (due to peak season). This didn't happen. Upon contacting again, Quote 3: another 2 - 2.5 weeks. This still didn't happen. Upon contacting again, Quote 4: either 8/11 or 8/14. Again nothing. Upon contacting again, Quote 5: Toward the end of the week. This was unacceptable, demanded a specific date so I got Quote 6: Product will ship 8/18. Supposedly the product shipped Thursday 8/17, but today's 10 days later and alas I still have no cover. Contacted the shipping company and they don't delivery to my area and are handing the product off to a different shipping company. I have called the company over 20 times. The "status" line takes you automatically to extension 211 which is a voicemail box. I've tried many other extension numbers and have found only 2 others which supposedly go to an individuals desk, extensions 212 and 213. After leaving voicemails for these individuals and getting no response, I will be contacting legal representation. Please for your own sanity, never ever use this company. I truly believe this is a scam and I have lost my money.

Do not buy from the cover guys they do not stand behind their warrany or their product. My cover is brand new and it is leaking of the icicles coking from the seams. I sent them pictures and they insist it is my hot tub. I had a service man check and there are no leaks. However they continue to say it is not their cover it is my hot tub. They do not stand behind their advertising of a 7 year warrany...that is false adverting.
Their covers may be cheaper but I guess you get what you pay for...garbage and no warrenty. So please please please do not waste your money on them. I've been fighting with them since I got it in august because the cover was too big. They insist it it is suppose to move that much. I sent them videos to show them the movement they are not taking me seriously maybe they will when I take it to small claims court.
I should have read the reviews before buying from them, they do not have very good reviews.
So please do not waste your time and money on them.

We ordered a new hot tub lid for our spa through The Cover Guy after seeing their add on-line. We were told 4-6 weeks for delivery, which did not happen. Finally after 2 weeks over-due, my wife contacted the company and the cover was sent out immediately. We received the cover in June of 2014. Our hot tub ended up getting repairs for most of the summer and as a result was drained and not used. In late October I discovered that water had leaked through the cover after it had rained. The metal spines supporting the Styrofoam inside the protective liner had rusted. There was also a huge amount of water inside this liner. The water had leaked through the outer liner, into and through the inner liner and pooled amongst the Styrofoam thereby causing the metal supports to rust. I contacted The Cover Guy the first of November and was told they received our complaint. We did not hear back for over a week so we contacted them again. This time they asked for pictures of the issue, which we took and forwarded to them. Again we did not hear back until we had to send another message asking what the status was. On 25 Nov we were told that the warranty company, Prestige Spas, was given the information and would contact us. On 11 Dec, Prestige Spas contacted us stating that the damage was caused by chemicals in our spa. They claim this is not a warranty issue but because the lid was new they would repair it as long as we paid for the shipping of the cover to Florida. As the cost of shipping something that large from Ottawa, Canada to Florida is worth almost as much as the spa lid itself, I asked them to send us a new one and we would send back the old or simply refund our money. In no short terms they refused and are sticking to their claim of us paying for shipping. My advise is to avoid dealing with this company. Their claim to have the best warranty in the business is suspicious at best.

This company does not warranty their products as promised. The company states that we have a 5 year warranty with no other stipulations, however, when we reported a problem after only 3 years, the company blames the buyer for poor chemical control of the hot tub with no proof of this and only offers a 40% off discount. According to other review sites online, this is an ongoing problem/complaint from this company. On their website, there is no specifications as to limitations of their warranty, leading the buyer to believe that they are receiving full coverage.

I bought an upgraded cover with all the extras for my hot tub. It is supposed to be warrantied for 5 years and we are only beginning on the 3rd year. I paid for all the upgrades because I wanted this cover to last me for a while. I called them and explained to them that the upgraded combo vapour proof barrier seal is peeling thousands of pieces daily into my hot tub and water has gotten into my cover. It is so waterlogged that it is very difficult to lift. The lady who answered said I was still on warranty and they wanted me to show proof of this, so I took a picture of the inside cover and said I needed to send it to the "warranty manager". This was the warranty manager's response- "Thank you for the pictures. The issue with the cover, plastic flaking does qualify under the pro-rated warranty. You are currently in year 3 of your warranty, which gets you a 40% discount on the original purchased price.
We can have a new cover manufactured for you which will include our new upgrades. These upgrades are a double layer plastic around the foam inserts and a full length insulated hinge.
The price for a new cover will be $257.98 + $99 shipping. Originally the cover was $429.97. Please call our office when you would like to proceed with the order [protected]. We even upgraded to the 2 lb high density core." I spoke to another person and this is another email... "As per our phone conversation chemical damage is a physical defect not a manufacturers defect. The reason your cover is waterlogged is because the plastic is flaking and absorbing water. The plastic flaking is caused by chemical damage." "We are trying to help you with this so we can also pro-rate the shipping to $59.40 (which they only offered because I complained that their website was currently offering FREE SHIPPING). I have also attached a document for you to help care for your cover." Oh really... Chemical damage? The last time I checked hot tubs have chemicals in it and my wife and I always checked to make sure the chemicals were right! I did my research on the cover guy and I found NUMEROUS people having the same exact problems and the emails sent out to them were verbatim! My response was reasonable and fair.. this is what I sent them.. "I understand. Therefore, as per our conversation earlier, i plan to contact the bbb and i will recommend to all family and friends, as well as providing website testimonials about your company regarding your warranty policy that is NOT even stated on your website, as well as warning them against purchasing unnecessary upgrades on their spa covers that do not provide any added protection. It would be reasonable to assume that we may pay a small fee for a replacement cover .. Such as paying shipping alone, especially considering your website is offering free shipping in the month of May, however, suggesting that we would basically purchase a new cover is absurd. So, thank you for your offer, but at this time, we decline."
So basically- all the upgrades that I already purchased previously that didn't work- they are going to give me the same cover for 40 percent off which will include their new upgrades "that I already purchased" and only $99 shipping- which at the time I inquired about this warranty was free! Which now- this warrantied cover will now cost me the exact same as what I bought it for! STAY AWAY! I've also noticed that there is a standard, copied response to every negative review asking them to be contacted because they are concerned. I hope the company is helping these people out- because it is the right thing to do, however, it should not take this type of frustration and complaint to receive their advertised warranty!

If you are thinking on ordering a cover from thecoverguy.com don’t! They are a rip off! I ordered a cover on April 5th had to pay them in full, on June 20th they said they shipped it, then a week later they said the trucking company lost it, and they would make a new one, 2 weeks later a cover showed up the wrong size.

I called them and they said I would have to pay to fix it, I am disputing it with this cc company and the cover guy is fighting it tooth and nail.